How process inbound email type "NEW" as a "REPLY" to update existing record?

[Mantautas]

Hello Community,

I have use case where New incident is created by external Vendor sending us new email, and inbound action does the job.

However when our internal user Replies to this email - ServiceNow recognizes it as Type ="NEW", and does not update existing incident record with comments. OOB Inbound action "Update Incident" does not process this as Type is not Reply. The potential reason for that is while Subject line is the same, there is no watermarks from original email. 

What would be option to process this email as Type = "Reply", and update existing incident record ?

Thank you,
Mantautas.

[Maik Skoddow]

The answer is not simple as there is a complex process performed for inbound emails which is described on https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/notification... 

Without more details from your side it is only guessing. However you could start checking whether the watermark is still present in the incoming email. Maybe it was removed or destroyed by the sender's email server or email client.

[Mantautas]

Thank you Maik, very usefull link.

Those are two seperate email threads but with same subject.

One email is from Vendors Salesforce to our ServiceNow (New Incident is Created).

Other email is between our internal users and Vendor support, same subject, with "Re" prefix. 

However those two email would not have watermarks between them. Only subject line is always the same.

My goal is to capture all "Re" emails and put them in Activity/Comments section of Incident. 

Mantautas.

[Mark Roethof]

"My goal is to capture all "Re" emails and put them in Activity/Comments section of Incident."

That would be an easy task with Inbound Flow, and just updating the target table and target record. Ofcourse still the think with Re and watermark exists, though see my other reply. Should only be a few minutes work to try it out.

[Mantautas]

Thank you. Would you have some example script i could test on my DEV ?